Case Study

Last-minute changes to the scope loomed menacingly, but by hiring specialty coaches, enlisting additional expert resources and reducing unnecessary service dispatches, a major communications provider saved millions of dollars while observing a significant uptick in customer satisfaction.

News

IAOP® has named Alorica to its 2017 Global Outsourcing 100 list of the world’s best outsourcing service providers. The list includes companies from around the world that provide the full spectrum of outsourcing services.

Alorica expanding in El Paso

Alorica is the fastest-growing customer service operation in the nation and the second largest in El Paso. “Don’t call us a call center,” Alorica’s director of global public relations, Ken Muche, likes to say. “The industry has moved away from the concept of call centers because we’re doing so many other things,” he told El Paso Inc. during a tour of one of its local facilities… Click here for the full article.

News

Published on 25 August, 2016

Alorica is the fastest-growing customer service operation in the nation and the second largest in El Paso. “Don’t call us a call center,” Alorica’s director of global public relations, Ken Muche, likes to say. “The industry has moved away from the concept of call centers because we’re doing so many other things,” he told El Paso Inc. during a tour of one of its local facilities… Click here for the full article.

While there’s no arguing that automation of low-skill tasks in contact centers is a trend that is gaining momentum and a strategy that’s important to explore. But, it’s also important to remember that your agents need to be on board with this strategy too.